About Reshoevn8rCreated in Arizona in 2010, Reshoevn8r has become the leader in premium shoe care innovation, delivering the most extensive and effective shoe care products on the market. The company has fostered a community of sneaker enthusiasts, with more than a million YouTube followers watching their online cleaning tutorials
Challenge: Responding Quickly to Customer Requests and Ensuring CCPA and GDPR ComplianceAs a rapidly growing, U.S.-based eCommerce company with an international footprint, consumer privacy has become a priority for Reshoevn8r. The California Consumer Protection Act (CCPA) only motivated them more to protect customers’ privacy and drove the company’s initiative to shore up its processes to include General Data Protection Regulation (GDPR) and future privacy requirements at the same time. Reshoevn8r wanted to tackle Cookie Consent on its website, accelerate its response protocols for Data Subject Access Requests, and establish a record of its compliance measures.
Reshoevn8r focused not only on its own website but on the numerous third-party companies plugged into their eCommerce site. It hoped to streamline how it managed data subject requests to speed how it and third-party companies honored requests. Vishal Wadher, vice president of eCommerce at Reshoevn8r, wanted to put the systems in place to ensure they were compliant with all consumer privacy regulations while making it as easy as possible for customers to make inquiries and requests.
It took Wadher less than two weeks to fully implement the Osano solution, integrating it into the Reshoevn8r website and getting a workflow in place. He customized Cookie Consent Manager to the look and feel he wanted to match the company’s brand, then approved and tagged each script and cookie discovered by the Osano tool. Wadher found this inventory process beneficial, since it forced him to understand what was happening on the website. For instance, he used Osano to find and block rogue cookies to reduce risk for both Reshoevn8r and their customers who may unknowingly be running them on their browser.
Results: Empowering Customers to Control Their Own DataWithout Osano’s Cookie Consent Manager and Data Subject Access Management in place, Wadher says it would be more time-consuming and difficult for customers to manage their data. “We strongly believe everyone should have the right to do what they want with their data,” he says. “Osano ensures we have a solid process and tool in place to honor their requests quickly and accurately.”
In the past, Wadher’s team could easily spend up to eight hours scrambling to locate logs, find data, and ensure every request was followed exactly as it should have been. Now, Cookie Consent is fully automated and requests take only an hour or two to honor. Not only can they respond faster, but they have a time-stamped record of their actions they can use for compliance issues as well as to build a culture of continual improvement that benefits the customer.
Wadher believes the support he received from Osano has been a differentiator. “My Osano rep is phenomenal,” he says. “Making sure we have everything in place to respond appropriately and quickly to our customers, as well as remain compliant is challenging for any company because it’s all relatively new, constantly changing, and there’s so much at stake. I believe the support in terms of access and knowledge sharing is even more valuable than the tool’s features. I would pick Osano again and again just because of their support.”